Day 6_ Down Cases
Authored by Mahmoud Hussein
Instructional Technology
Professional Development
Used 11+ times
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7 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
1.Data down 1st SLA will be 2 Calendar days
True
False
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
2.If there was 3 logs exist during last 12 hours with minimum 1 log during last 3 hours . Handle as ?
physical instability
wrong card and port
Data down
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
3.Customer inform us that there is stolen or cut cable in his pop while no update on Outage. What is your action ?
troubleshoot case normal and esclated if needed
Ticket will be escalated to IU with no troubleshooting
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
4. CCA should check voice verification before re-escalate any physical case to confirm on voice status and bill date to avoid any rejection on customer’s case.
true
false
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
In the case of Data Down, the SELT is measured at 150 m for the exchange and 10 m for the cabin .
true
false
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
if cst Has TE bill 35 EGP and passed grace period your action : Don't troubleshoot and inform the customer that he has to pay his bills first
true
false
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
The SLA for stolen or cut cable case is :
3 Working Days
3 Days
3 H
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